Support Agent at Descript in Remote

Summary: Descript is building a simple, intuitive, fully-powered editing tool for video and audio. As a Support Agent, you will create exceptional support experiences for multimedia creators, assisting them with product inquiries, troubleshooting, and gathering user feedback. Responsibilities: - Deliver fast, friendly, and accurate support to Descript users through live chat, email, and occasional video conferencing - Guide users through product workflows, explain feature behavior, and help troubleshoot technical issues - Capture and record accurate and detailed information using CRM tools - Contribute to team knowledge by flagging trends, bugs, and documentation gaps - Assist with verifying internal documentation, macros, and chatbot behavior to keep support materials up to date Required Qualifications: - Able to commit to a working schedule of 8a–5p PT, Tuesday–Saturday (hours/days subject to change) - 1–2+ years of experience in customer support, technical support, or a related role on a rapidly evolving software product - Demonstrated comfort reading and working with REST APIs — you can read API reference docs, interpret JSON responses, and identify malformed requests - Familiarity with tools like Postman, curl, or comparable API testing utilities - Hands-on experience using multimedia editing software (Final Cut Pro, Logic Pro, Premiere, Audition, Pro Tools, or similar) - Familiarity with Zendesk or comparable CRM platforms - Familiarity with Stripe or other payment processing systems - Must have an appropriate remote work environment (stable, high-speed broadband internet connection) with the ability to initiate and receive screen share meetings with team members and customers Required Skills: Customer support experience, Technical support experience, REST API familiarity Important Skills: Multimedia editing software, CRM platform familiarity Nice-to-Have Skills: Problem-solving attitude Benefits: Generous healthcare package, 401k matching program, Catered lunches, Flexible vacation time